Bluewolf’s first Australia-focused State of Salesforce annual review launched today (press release). Based on data collected in collaboration with the MIT Sloan School of Management, this review distills insights from nearly 100 Salesforce customers in Australia and supported by over 1,000 from around the world.

Why do we produce this report? Every year (2013, 2014) we aim to shed light on how the best companies across all industries are using Salesforce, and lay out the major trends we are seeing amongst Salesforce customers. This year we had enough regional data to create an Australia-specific edition. 

We found that leading Australian companies—those that are providing their customers with experiences that drive engagement—are integrating data from disparate business systems, embracing mobile, shifting from reactive to predictive analytics, and dedicating resources to ongoing innovation.

We also discovered that Australian companies are prioritising customer engagement.  Customer Experience Officers are not only becoming more common, but companies are now focusing on improving how they engage customers and the ways its impact is measured. 

 

Here is what you will also learn from this year’s report:

Data drives your customer experience. 81% of Australian customers will increase their investments in data and analytics in the coming year (Twitter, Linkedin) 

Unleash the data. Digital experiences are only as good as the data behind them. Enabling employees, partners, and customers with accurate and relevant data is the foundation of a digital strategy.

Multi-Cloud is an emerging standard. 35% of Australian customers are using 2+ Salesforce Clouds (Twitter, Linkedin)

Australian companies are focusing on integration to improve their customer experience. Bluewolf predicts that Service Cloud, Marketing Cloud, and Community Cloud will experience rapid growth in the coming year as more companies pursue a multi-cloud strategy to unlock data, boost collaboration, and improve the entire customer experience.

An industry-driven approach solves specific business challenges. 39% of Australian customers have invested in an industry-specific application on the Salesforce1 Platform (Twitter, Linkedin)

Moreover, Australian Salesforce customers are more than twice as likely than the global average to embrace an application specific to their industry.

Download the report or benchmark yourself, then let us know what you think by commenting below.